Student Affairs prepares to absorb Ombuds cases

As Portland State’s Ombudsman Office approaches its closure at the end of spring term, the Office of Student Affairs and other authorities across campus are gearing up to handle complaints from the PSU community.

Financial concerns were one reason for the closure of Ombuds, which served as an informal venue for student concerns and conflicts.

 “All of the Student Affairs units are regrouping,” Sandy McDermott, head of Ombuds, said. She and the two other Ombuds staff members provided support to students for almost 11 years.

Jackie Balzer, vice provost for Student Affairs, is confident that her office and other offices will be able to pick up the work of Ombuds.

 “We want to make sure that students know that student success is a priority for us,” she said.

 In several forums held during winter term, McDermott and her staff joined with other administrators in a discussion of how the Ombuds caseload will be diffused.

 “We got together as a group…we tried to steer the conversation toward problem solving,” said Dominic Thomas, director of conduct and community standards in Student Affairs. “What happens if student X comes to us with a complaint?”

Representatives from Business Affairs, the Diversity and Inclusion Office and the Center for Student Health and Counseling Center, among others, attended the forum. Many department chairs also participated, preparing to handle complaints against faculty. Student Affairs will address student-to-student conflict.

Balzer said that Dean of Student Life Michele Toppe “is a main point of contact for students and parents.” Because Toppe isn’t involved in the student conduct process, Balzer said, she can support any student with neutrality.

If complaints against Student Affairs itself are forthcoming, Balzer said that students will meet with her.

“I take this very seriously,” she said.

Thomas is handling much of the preparation for Ombuds’ closure. He expects increased referrals when Ombuds closes.

He hopes to prevent conflict from reaching a formal level, he said.

“If two roommates aren’t getting along, it’s usually a standard of our community that’s being violated,” Thomas said. “That may turn into a conduct issue, but before I have to end anybody’s…student status, I try the forefront of the problem.”

The number of complaints involving Student Affairs that are filed with Ombuds was not available, because many Ombuds cases are informal and don’t identify a specific opponent, according to Thomas.

 “Ombuds doesn’t just deal with complaints; it deals with frustration,” he said. “Students are frustrated, mad, angry…but at who? Student government? Student Affairs? It may be hard to put in a box.”

Thomas is working with graduate students and faculty in the Department of Conflict Resolution to develop strategies for dealing with complaints.

Stan Sitnick, a core faculty member in the graduate program, met Thomas for the first time last week to begin planning.

“One of the things [Thomas] is interested in and that we support is working with students before somebody hits somebody,” Sitnick said.

Ombuds has already begun to channel some of its cases to other offices, according to Balzer. Her office will continue to work with other offices throughout spring term to prepare for added duties. ?